William Reid
Operations Strategy Lead @Capquest Group Ltd
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WORK HISTORY
Operations Strategy Lead @Capquest Group Ltd
Glasgow, GB
As Operations Strategy Lead, I own the design and evolution of the organisation’s operational ecosystem, covering AWS Connect, Genesys telephony, workforce planning, forecasting, digital communication, and real‑time insight. I’ve delivered large‑scale transformation programmes including automated email/SMS journeys for major UK banks, Voice of the Customer via AWS Connect, and AI‑driven workflow optimisation to reduce wrap‑up and improve consistency.Key achievements:Delivered AWS Connect and Genesys‑based telephony enhancements across internal operations and external clientsEngineered forecasting models with 98% staffing‑interval accuracyBuilt operational‑intelligence capability, MI dashboards and digital‑journey oversightIntroduced AI automation to streamline wrap‑up workflowsLead on end‑to‑end customer journey optimisation and strategic planningStrategic Communications ManagerCapquest | Apr 2016 – Apr 2020Led dialler operations, workforce planning, digital communications, and contact‑strategy optimisation across multi‑channel environments powered by Genesys. Delivered the organisation‑wide implementation of Noble/Alvaria Workforce Management (WFM) and Noble/Alvaria Gamification, creating measurable uplifts in forecasting accuracy, agent engagement, and operational performance.Key achievements:Implemented Noble/Alvaria WFM across multi‑site operationsDelivered Noble/Alvaria Gamification, strengthening engagement & performance cultureIntroduced omni‑channel communication (SMS, email, digital journeys)Built forecasting & scheduling frameworks achieving accuracy within 2%Created customer microsites for payments, I&E, CSAT and customer‑updatesContributed to The Forum’s Workforce Optimisation Award (2021)
EDUCATION
Langside college
HND Information Management
University of the West of Scotland
Bachelor of Arts (B.A. Hons)
Langside College
HNC Information Management
ABOUT WILLIAM REID
Senior operational strategy leader with 20 years’ experience shaping how large financial‑services organisations run, plan, and engage with customers. I specialise in transforming complex contact‑centre and operational environments through modern telephony platforms (AWS Connect, Genesys), workforce‑management systems (AWS/Noble/Alvaria), forecasting science, AI‑driven optimisation, and digital customer‑journey improvement.Starting my career in frontline operations and progressing through dialler optimisation, planning, analytics, and digital communications, I’ve built a deep end‑to‑end understanding of operational performance — from forecasting and real‑time control to strategic design and technology transformation.Across multiple leadership roles at Capquest/Intrum, I have delivered enterprise‑level telephony migrations, introduced omni‑channel communication frameworks, led workforce‑management strategy, engineered forecasting models achieving 98% accuracy, and implemented AI‑based automation to improve efficiency and customer experience.I’m passionate about simplifying complexity, modernising legacy processes, and building scalable operating models that help organisations deploy resources effectively, meet customer needs, and achieve measurable performance improvement.Specialisms:Operational Strategy • Workforce Planning • AWS Connect • Genesys • Noble/Alvaria WFM • Forecasting • Capacity Planning • Dialler Strategy • Digital Communications • Omnichannel CX • AI Automation • VOC & CSAT • Customer Journey Design • Transformation Leadership
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